Frequently asked questions (FAQ)
Can I cancel my order?
Different orders have different production times, and we may not always be able to cancel an order before it's been packaged and shipped. If your order has been shipped, you still have the option to return the product if you wish.
- Changing your order
When you place an order, it automatically goes directly to production. This means that it's not always easy to change your order once it's been placed. If you discover an error in your prescription after placing your order, please contact us immediately by phone or online chat.
- Do you sell progressive glasses, and how much do they cost?
Yes, we sell plenty of progressive glasses. Our standard progressive lenses start at 39€, while free-form progressive lenses start at 79€. And … the prices we indicate are always for one pair of glasses/two lenses!
- What do the size indications Small, Medium and Large mean?
In order to help you select the right size, we've categorized our glasses in three sizes. The size is determined by the width of the frame.
(Tip: measure your old glasses to make sure the size will be right.)
Small: <- 133 mm
Medium: 134 - 139 mm
Large: 140 mm ->
- How do I know whether the frame will fit?
Generally speaking, medium-sized frames will fit most people. If your head is larger than average you can go for Large, or if it's on the small side, choose Small. We provide detailed dimensions (in millimeters) for all our frames, so you can also measure your old glasses and compare.
- Can I borrow glasses to try them on at home?
Because we're trying to cut as many costs as possible in order to keep our prices low, we don't currently offer home try-ons.
- How do I know which lenses I should have?
When you enter your prescription values, our system will automatically recommend the lens which will provide the best results for your glasses. We advise you to select the recommended lens.
- Can you replace the lenses of the glasses I already have?
No, unfortunately. We suggest that you contact the optical store where you bought your glasses. The reason is that we can't guarantee a good result with an old frame.
- Can I order non-prescription glasses?
Yes, many of our customers purchase glasses simply as fashion accessories. When you've chosen a frame, you get to the page where you select your type of lenses. Here, select "Non Prescription (fashion)".
- Do I need a prescription in order to purchase?
No, you don't. If you know your prescription values, just enter the right correction in the Sphere (SPH) field. But we do recommend ordering from a prescription.
In order to purchase glasses with the right correction, it's best if you have your prescription available. We recommend using a recent prescription (less than two years old). You get your prescription from an optometrist, based on a sight test.
The most common ways to receive a prescription are:
Immediately after the sight test
By sending an e-mail to your optometrist
By calling your optometrist
When you've received your prescription, you're ready to order eyeglasses!
- Can I order glasses with my contact lens prescription?
The short answer is no, because your prescriptions for lenses and for glasses may have different values. But when you went for the sight test, the optometrist evaluated your vision for glasses as well. Give them a call and ask them to send your prescription values by e-mail, or simply to read them out to you on the phone.
- Don't I have to buy my glasses where the sight test was performed?
No, there's no requirement that you buy your glasses where the sight test was performed! Look at it this way: a doctor can't decide which pharmacy you should go to, either. The optometrist, like other authorized healthcare professionals, is required to record the results of the patient's sight test. In most countries, the Patient Rights Act gives you right of access to your records and to a copy of your prescription.
Will there be additional customs or other charges?
No, VAT is included in the price.
What's included in the price?
The price includes the frame and single vision lenses with a refractive index of 1.50. All our lenses are delivered with basic scratch-resistant and anti-reflective coating.
How can your products be so cheap?
The question is rather how other eyewear shops can be so expensive! We purchase lenses and frames directly from the manufacturers in Asia. We have no flashing neon signs, no fancy retail space and no expensive merchandizing. This means that we can offer our customers reasonable prices.
- Will there be additional customs or other charges?
- Shipping and delivery
What's the delivery time?
Depending on the type of glasses and lenses, the normal delivery time is 6-12 business days after the order is placed.
Note: Lenses with a high refractive index, certain sunglass lenses, designer glasses (such as Ray-Ban) and lenses with prism correction may require up to one week extra delivery time.
When will I receive my glasses?
Our glasses are produced to order, edged and fitted according to your prescription. During the process, you will be kept informed of the progress by email and on your My Account page. When your parcel has been delivered to the delivery firm, you will be informed by email.
Can I track my shipment?
Yes, when we have delivered the parcel to the delivery firm, you will receive your tracking number by email.
- What's the delivery time?
- Returns and claims
Did you receive my return shipment?
Returns typically take about 7 days, and we always contact the customer directly by e-mail when a return shipment has been received and handled at our premises.
Can I withdraw from the purchase?
Yes, no problem! We have a 30-day return policy, which also means that you have time to try your glasses for a while before making up your mind. Of course, any returned products must be in the same condition as when they were delivered from us.
- How do I return a product?
- Did you receive my return shipment?
- General FAQ
I forgot my password, what should I do?
Go to the "Log in" page. Enter your email address, then click the blue "Forgot password" button. A new password will be sent to your email address. Such automated messages may be caught by your spam filter, so check your spam folder if the email doesn't show up in your inbox. If you don't receive your new password at all, contact us by phone, online chat or email.
Are my prescription values saved?
Yes, your prescription values are saved on the "My Account" page. If you want to order more than one pair, you can then select the saved prescription, and all your values will be entered automatically. You can also save multiple prescriptions and name them for instance "distance glasses" and "progressive", or save prescriptions in your family members' names if you're ordering for others as well.
- I forgot my password, what should I do?
- Changing your order
- Can I cancel my order?